Conflict & Negotiation Flashcards
(20 cards)
What is conflict?
The process in which one party perceives that its interests are being opposed or negatively affected by another party.
Why can conflict be negative?
- undermined relations
- wasted human energy
- more job dissatisfaction, turnover, stress
- less productivity, information sharing
Why can conflict be positive?
- energizes debate
- re-examine assumptions
- improves responsiveness to external environment
- increases team cohesion
What is constructive conflict?
- parties focus on the issue while maintaining respect for people having other points of view
- try to understand the logic and assumptions of each position
What is relationship conflict?
- parties focus on personal characteristics (not issues) as the source of conflict
- try to undermine each other’s worth/competence
- accompanied by strong negative emotions (drive to defend)
What are three conditions that minimize relationship conflict while engaging in constructive conflict?
- Emotional intelligence
- Cohesive team
- Supportive team norms
Structural Sources of Conflict (6 kinds)
- incompatible goals
- differentiation
- interdependence
- scarce resources
- ambiguous rules
- communication problems
What are the five conflict handling styles?
- forcing
- avoiding
- yielding
- compromising
- problem solving
When is “avoiding” best used? What problems does it cause?
Best when:
- conflict is emotionally-charged (relationship conflict)
- conflict resolution cost is higher than benefits
Problems:
- doesn’t resolve conflict, frustration
What is yielding? When is it best used? What problems does it cause?
- completely giving in to the other’s wishes
Best when:
- other party has much more power
- issue is much less important to you than other party
- value/logic of your position is imperfect
Problems:
- increases other’s expectations; imperfect solution
When is compromising best used? What problems does it cause?
Best when:
- parties have equal power
- quick solution is required
- parties lack trust/openness
Problems:
- sub-optimal solution where mutual gains are possible
What is problem solving? When is it bested used, and what problems can it create?
- win-win orientation
- belief that parties will find a mutually beneficial solution
- belief that resources are expandable and not fixed
Best when:
- interests are not perfectly opposing
- parties have trust/openness
- issues are complex
Problems:
- other party may use information to its advantage
What is negotiation?
- refers to decision making situations in which two or more interdependent parties attempt to reach an agreement
What is the difference between distributive and integrative negotiations?
Distributive:
- when the goal of two or more people are zero-sum so that one can gain only at the other’s expense
Integrative:
- when parties’ goals are linked, but not zero-sum, so that one person’s goal achievement does not block the goal achievement of another
What is claiming value?
- aiming for the best possible outcomes for yourself and your constituents
What are strategies for claiming value?
- Prepare and set goals
- Manage first offers and concessions
- Manage time
- avoid time pressure on you (ex: exploding offer)
- avoid escalation of commitment effect - Know your BATNA negotiation (Best Alternative To a Negotiated Agreement)
- cost of ending – can you reach these outcomes another way? if so, you have power
What are the situational influences on negotiation?
location – easier to negotiate on own turf
physical setting – seating arrangements, formality, etc.
audience – when there is an audience, negotiators become more competitive, they try to “save face”
What is creating value?
- the use of problem solving to help both parties reach the best outcomes
What are strategies for creating value?
- Gather information
- understand other party’s needs/expectations - Discover other party’s priorities through offers and concessions
- make multi-issue proposals - Build the relationship (trustworthiness)
- common backgrounds, manage first impressions, maintaining positive emotions, act reliably
What is third-party resolution? What are the three types?
- any attempt by a relatively neutral person to help conflicting parties resolve their differences
Types:
- mediation (high process control, low decision control)
- inquisition (high process control, high decision control)
- arbitration (low process control, high decision control)
